What to do if money is deducted from card during failed transaction

  Bank clients sometimes face an inconvenient situation when using ATMs or making purchases in stores, where an amount is deducted from their card, but the cash is not dispensed, or the purchase is not completed.

This typically occurs due to technical issues with the machine, sudden power outages, or internet disruptions, even though the bank system records the transaction as completed.

If this happens, there are some steps to be followed, first of which is keeping the receipt if the ATM issues it and retain it as proof, taking a screenshot or photo of any error messages displayed on the screen, contacting the bank’s customer service immediately, providing details such as the time, date, transaction amount, and the name and location of the ATM or store, submitting a formal complaint if requested, either at the nearest bank branch or via the bank’s app or website and keeping the complaint reference number for follow-up.

If the ATM belongs to the same bank which issued your card, the amount is typically refunded within 24 to 72 working hours but if the ATM belongs to a different bank, the refund may take 7 to 10 working days.

 To avoid the recurrence of the problem, you must not retry the transaction immediately if it fails, as this may lead to additional unwarranted deductions; use machines in safe, monitored locations, preferably near bank branches, and check your account regularly via the bank’s app or online service to detect any unauthorised deductions promptly.